Pearce, Patterson and Associates, Inc. has its origins in the telecommunications industry. That’s where Gary Patterson, the CEO and founder of PP&A got his educationand training incustomer service excellence. There he learned the basic rule of business, “Business is about helping people get what they want and need. If you do that to the best of your ability, the rest will take care of itself.”
BACKGROUND
In the 80′s Gary started working at AT&T as a salesman. It’s there that he was first exposed to an organization that prided itself in providing customer service excellence. In the 90′s he lead a sales organization for them that encompassed sales and service teams. He found that excellence didn’t have to be complicated adn expensive. It simply had to be relevant to the customer’s point of view. Often the simplest solutions are the best.
As an example, he tells the story of the yellow postit notes that improved his customer service numbers. His tecnicians were rolling immediately on every call but were frustrated by customer satisfaction number consistently in the 62% range. Their feedback said that customers weren’t getting timely responses to their calls from the techs. Our records showed 100% response rate within 4 hours. There was a obvious disconnect, but the question was, “Where?”. Discussions with customers revealed that most times they never saw the tech who fixed their phones/systems. They simply found things fixed when they noticed they weren’t broken anymore. We realized that technicians were getting to problems so fast that customers didn’t realize they had been there. The solutions – each technician was issued a yellow postit note pad and directed to leave a note at every call thanking for the call, telling he’d been there and what was repaired. This little change in procedure resulted in customer satisfaction numbers rising from 62% to 98% , where they stayed until his departure.
Gary took and early retirement package from AT&T and began working for Pitney Bowes as a branch manager. It was while working for Pitney Bowes that he was first introduced to world of medical transcription. He began helping a company in his building after hours, eventurally transitioning to work for them in 1999. During his 5 year stay with that company he completely learned the ins and outs of the transcription business. He tried revamping their attitudes and guidelines on customer service, to no avail. They lost customers as fast as he brought them in. Eventually, he moved on from that company out of frustration.
Since 2005
PEARCE, PATTERSON & ASSOCIATES, INC IS BORN
In 2005, after extended conversations with former customers, Gary started Pearce, Patterson and Associates, Inc. He started with one customer, who is still with him to this day. PP&A was started as a transcription company that specialized in radiology transcription but has transitioned into other modalities as new clients have been acquired. PP&A is currently doing transcription for hospitals, doctors offices and clinics, as well as that Radiology Department.
PP&A, Inc. is founded on the principle of providing customers with excellent service. That means anticipating customers needs before they have been articulated. Our customers are our friends, and we make certain that we treat our friends with the utmost in respect. That means getting reports back on time, keeping blanks to a minimum, interfacing with doctors and softwar companies if necessary and staying abreast of the latest technologies to save our friends’ money. We still follow Gary’s philosophy, “If we help others get what they want to the best of our abilities, the rest will fall into place.”
OPERATIONS 
Today, PP&A, Inc. offers typing to fit the customer sensitivity. For those worried about the security of foreign operations, we offer strictly U.S. based transcriptionists. For those who have no preference for who does the transcribing we offer outsourced options. The choice is left to the customer.
PP&A, Inc. has allied itself with two HIPAA compiant transcription platform vendors – Intrascript and Emdat – to insure voice files are handled in a secured and orderd fashion. In our opinion, they are the best software platforms in the industry. As a result of our relationships with these two companies, we’re able to seamlessly interface with virtually every HIM system and most EMR packages. New interface are being developed every month. You can read more about each company by clicking on their names in the drop down menu.